Staircase AI by Gainsight
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Great for cross-team insight sharing
What do you like best about the product?
Very simple to navigate; quick and easy to use for new teammembers.
What do you dislike about the product?
Dashboards and filtering could be improved
What problems is the product solving and how is that benefiting you?
Understanding customer journey leading to churn
Staircase.ai helps me understand my business better
What do you like best about the product?
As the Head of CS and AM at a scaling SaaS organization, I have found Staircase.ai to be an increasingly valuable platform for my team, both manager and individual contributors. My experience working with Kate Neal, our Staircase.ai CSM, has been nothing short of stellar. I've found Kate to be a trusted consultant and incredibly professional. Kate has also championed for product updates on our behalf and the Staircase.ai product dev team has consistently delivered. I am excited to see the continued evolution of the platform and increased usage across our organization.
What do you dislike about the product?
It is a lot of data, you need to make sure to operationalize it, act on it, and use it regularly.
What problems is the product solving and how is that benefiting you?
Staircase AI helps to surface, summarize, and simplify email and zoom communication between CSMs, AMs, and our customers. It can be so cumbersome to search for activity history in Salesforce, Staircase AI gives a bird's eye view of communication, uses AI to analyze, and helps me to quickly identify issue areas.
Insightful and Efficient
What do you like best about the product?
Ease of use and how responsive the team is.
What do you dislike about the product?
Going through hoops to setup an AI vendor due to privacy laws.
What problems is the product solving and how is that benefiting you?
It's helping solve for customer sentiment, particularly around areas where account teams are lacking visibility or sharing across teams, which makes us better equipped to respond holistically as a business.
How did we live without this account insight?
What do you like best about the product?
There are a number of features I absolutely love about the tool. The executive summaries in the dashboard and per account allows you to understand the latest activity with a quick glance. The AI churn analysis offers immensely valuable feedback closing an otherwise difficult loop to close.
What do you dislike about the product?
There does appear to be a lag when loading the tool that is likely associated to the number of accounts that you sync.
What problems is the product solving and how is that benefiting you?
Valuable insight into our accounts and notifications to help drive greater engagement with our customers to reduce churn risk and enhance overall customer satisfaction
This is my second stint using Staircase, and I continue to be a happy customer.
What do you like best about the product?
Staircase AI delivers immense value, helping me better understand my customers and team. The insights it provides are crucial for making strategic decisions about our business. Staircase unlocks the elusive qualitative layer of the customer quotient, unlike any tool I've used before. We currently use this to manage existing customers, but ready to make a business case for prospects. Also, it's important to mention that onboarding was done in a matter of hours (not days or weeks like other tools), and the team is always ready when I have questions or need support.
What do you dislike about the product?
It's not a dislike, more of an ask. Staircase has many native integrations, but there's always room for more. Additional Call Intelligence integrations and SFDC object syncing would be good additions.
What problems is the product solving and how is that benefiting you?
Holistic view of account management
Staircase is a must have for Customer Success teams
What do you like best about the product?
The insights it finds and raises from day-to-day communications are key to maintaining good visibility to all of your customers.
What do you dislike about the product?
Teams can be hesitant to adopt new and additional tools. I would suggest to use the alerts and to use it as part of your Account Review process to get the most from it.
What problems is the product solving and how is that benefiting you?
This allows us to have more visibility to the important things for all our customers.
The data that tells the story of your customers is unstructured and all over the place. This turns that into actionable insights to help you and your team stay up to speed with everything going on with your customers.
The data that tells the story of your customers is unstructured and all over the place. This turns that into actionable insights to help you and your team stay up to speed with everything going on with your customers.
Fingers on the pulse of all my customers
What do you like best about the product?
Staircase is one of the best pieces of technology I have ever purchased. First, it was truly a 1-day implementation. On the first call with the CSM, we simply connected to our systems using pre-built connectors, waited for the data to populate, and was off the the races.
The amount of data that comes in can be staggering, but Staircase is very good at providing uses cases and sharing how they use the product themselves. Once we worked through all of that, I felt like I have a complete picture of my entire customer base. There is nothing I do not know about my customers and gives me the ability to be reactive in the right way.
The game changer has been the notifications on Slack. I have crtical members of the team on a tier 1 channel, who are altered as soon as a message with negative sentiment comes in to any of the CSMs or support agents.
I would highly recommend Staircase to anyone in CS.
The amount of data that comes in can be staggering, but Staircase is very good at providing uses cases and sharing how they use the product themselves. Once we worked through all of that, I felt like I have a complete picture of my entire customer base. There is nothing I do not know about my customers and gives me the ability to be reactive in the right way.
The game changer has been the notifications on Slack. I have crtical members of the team on a tier 1 channel, who are altered as soon as a message with negative sentiment comes in to any of the CSMs or support agents.
I would highly recommend Staircase to anyone in CS.
What do you dislike about the product?
Sometimes the amount of data can be overwhelming. Where do I start? What do I with it? However, the team at Staircase worked with me to make sure that I was getting the most out of it and organizing in a way that is digestible and adds value.
What problems is the product solving and how is that benefiting you?
Unbiased source of truth around the health of my customer base.
Best CS tool I’ve ever used
What do you like best about the product?
Insights and notifications right when you need them. Unprecedented, unmediated visibility into what's really happening in the field.
What do you dislike about the product?
Adding a task management facet to the tool would make it easy to keep it as a single CSP.
What problems is the product solving and how is that benefiting you?
Staircase AI helps me oversee customer services across the entire install base and address issues as they arise and before they escelste. Staircase's insights and sentiment measurement play a pivotal part in my health scoring system.
Staircase - THE solutionCustomer Sentiment, Risk Management, and Visibility
What do you like best about the product?
For me, Staircase AI shines brightest in its comprehensive approach. The StairCase.Ai team's dedication to our success and the customer support provided, combined with the platform's real-time visibility, empowers me to manage my team with a new perspective.
We were able to successfully implement in no time at all (very easy integration) and the UI was very easy for the teams to quickly adapt to using, a true example of time to value for all vendors.
I use Staircase daily, it helps structure my 1:1s and identify where I am needed most.
We were able to successfully implement in no time at all (very easy integration) and the UI was very easy for the teams to quickly adapt to using, a true example of time to value for all vendors.
I use Staircase daily, it helps structure my 1:1s and identify where I am needed most.
What do you dislike about the product?
I do not see any downsides to using StairCase AI, I'd highly recommend it to any CS/CE team to gain customer insights and transform to a pro-active success model.
What problems is the product solving and how is that benefiting you?
Staircase AI tackles the challenge of siloed customer communication data. Previously valuable insights were scattered across support tickets, emails, and video calls. Now, we have a comprehensive view of all customer interactions, allowing for a much deeper understanding of customer sentiment.
Staircase AI empowers my CSMs to be proactive in their approach. Real-time sentiment analysis allows them to quickly identify customer concerns and take actionable next steps before issues escalate. This proactive approach translates to happier customers and improved retention rates.
From a management perspective, Staircase AI provides invaluable insights into my CSM team's activities. I can easily monitor key metrics like email volume and identify potential gaps in customer outreach. This allows for better team support and optimization of workload distribution.
Staircase AI empowers my CSMs to be proactive in their approach. Real-time sentiment analysis allows them to quickly identify customer concerns and take actionable next steps before issues escalate. This proactive approach translates to happier customers and improved retention rates.
From a management perspective, Staircase AI provides invaluable insights into my CSM team's activities. I can easily monitor key metrics like email volume and identify potential gaps in customer outreach. This allows for better team support and optimization of workload distribution.
Great tool for Customer success day-to-day
What do you like best about the product?
It is an intuitive and easy-to-use tool. It is the fastest way to understand where you are with clients, who to prioritize, who to contact, what is pending. the reports are very good.
Good use of AI
Good use of AI
What do you dislike about the product?
If it could be integrated with more tools it would be beneficial for it to become the only tool for daily use. Additionally, if there were more possibilities to customize certain metrics (health score for example)
What problems is the product solving and how is that benefiting you?
quick insights to understand how my clients are doing
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